Frequently Asked Questions
Quick answers to the most common questions about ordering from Toki Toy Box. If your question isn't here, email support@tokitoybox.com and we'll reply within 24 hours.
Shipping & Delivery
When will I receive my order?
We process all orders within 3 business days before dispatch. Estimated delivery (after dispatch):
| Country | Estimated Delivery |
|---|---|
| United States | 8–12 business days |
| United Kingdom | 6–12 business days |
| Canada | 7–12 business days |
| Australia | 5–12 business days |
| Germany, France, Italy, Spain | 6–12 business days |
| Netherlands, Belgium, Denmark, Sweden, Austria | 7–14 business days |
Don't see your country? Email support@tokitoybox.com before ordering and we'll confirm.
All times are estimates and may vary due to carrier delays, peak seasons, or customs clearance. See our full Shipping Information page.
How do I track my order?
You'll receive a tracking number by email once your order is dispatched. You can:
- Visit our order tracking page and enter your tracking code or order number plus email.
- Or paste your tracking number into parcelsapp.com for global tracking.
I have a tracking number but it shows no information — what now?
That's normal for the first 24–48 hours after dispatch. Tracking does not update instantly — your package is in transit to the carrier's local network and tracking will populate within a few business days. If it's been more than 5 business days with no movement, email support@tokitoybox.com.
I haven't received a tracking number yet.
Processing takes 3 business days. During this time we collect, quality-check, pack, and label your order. Your tracking number arrives by email as soon as processing completes. If 5 business days have passed since your order with no email, check your spam folder, then email us.
I ordered multiple items but only received part of my order.
Because we carry a large assortment of products fulfilled from multiple locations, multi-item orders may ship in separate packages and arrive on different days. Each package has its own tracking number. The rest of your order is on its way — you do not need to do anything.
Do you ship to my country?
We currently ship to: United States, United Kingdom, Canada, Australia, Germany, France, Italy, Spain, Netherlands, Belgium, Denmark, Sweden, and Austria. If your country isn't listed, email support@tokitoybox.com before ordering and we'll confirm whether we can fulfill your order.
Order Changes & Cancellation
Can I cancel my order?
Yes, but only within 1 hour of placing the order. After 1 hour, the order is locked for processing and cannot be cancelled. To cancel, email support@tokitoybox.com immediately with the subject "CANCEL ORDER #yourordernumber".
A 1.5% management and transaction fee applies to cancellations. Full details on our Returns & Refunds page.
How do I change my shipping address or order details?
Changes (address, item variant, etc.) must be requested within 1 hour of placing the order. After 1 hour the order enters processing and cannot be modified. Email support@tokitoybox.com with the subject "CHANGE ORDER #yourordernumber".
If incomplete or incorrect address information results in failed delivery, refunds are not available — so please double-check at checkout.
I received the wrong size on a clothing item.
Some apparel uses non-Western sizing, which can run one to two sizes smaller than US/UK sizing. To compensate we typically ship one to two sizes larger so the fit matches what you ordered. We recommend trying the item on before judging from the tag. If the fit is still wrong, email support@tokitoybox.com and we'll help.
Returns, Refunds & Guarantees
Do you offer a money-back guarantee?
Yes — Toki Toy Box backs every order with a 30-day money-back guarantee. If you contact us within 30 days of purchase for any reason, we will work with you on a refund, replacement, or store credit.
How do I return an item?
Email support@tokitoybox.com with the subject "RETURN #yourordernumber" within 30 days of purchase. We'll reply with a return address and instructions. Please do not send returns to the address on the shipping label — wait for our return address. Full details: Returns & Refunds page.
My item arrived damaged.
Email support@tokitoybox.com within 7 days of delivery with photos and your order number. We'll arrange a replacement or refund at no cost to you. You do not need to ship the damaged item back unless we ask.
Payments
Do you accept cash on delivery?
No. We accept credit and debit cards, Shop Pay, Apple Pay, Google Pay, and PayPal.
Is my payment information secure?
Yes. Payments are processed through Shopify's PCI-compliant checkout. Toki Toy Box does not store your card details.
Anything Else?
If we haven't answered your question, email support@tokitoybox.com and we'll reply within 24 hours (Monday–Friday).